Papi's Cuban & Caribbean Grill — Restaurant in Stockbridge

I love Papis and the food is always excellent no matter what I order. Id frequent the location in on Rock Quarry road at least once weekly up until recently. I'm not sure what has happened, but the service with some of the employee has been terrible. I really hate to leave a bad review but the last 4 times I've been there in the past 2 weeks... 3 dining in and one order to go, the service I received has been unacceptable. For the take out order, The young lady at the counter was very rude. She was very short toned and literally acted like my presence was a problem. I was very patient & nice to her so I didn't understand what the problem was. She acted the same today. She just brushed me off like I didn't matter. Dining in, the past few times has been hectic. My last 3 visits were dramatic. One, I invited my husband to lunch. We wait nearly 20 minutes before we are acknowledged and our order is taken. I had to ask the door greeter twice if she could get someone to take our orders. Then we wait another 30 minutes before we get our food. It's never taken that long to get a salad at Papis! The visit after that was pretty much the same, however, we noticed people who came in after us were seated and got their meales before we did and we had been there at least 15-20 minutes prior. Again... It doesn't take that long to make a salad. There were literally less than 15 people dining in on each occasion. TODAY.... I called my order in and asked to have it prepared for dine in because the last few times I'd been there, It took too long to get my food. My luck, I called the wrong location. I get there and we realized I called the wrong location. I immediately called to cancel the order and LET THE WAITRESS KNOW that I wanted to order and dine in. She said Ok, sat a menu on my table and left. She never came back. I walk to the counter and ask her if I can place my order. She asks if its dine in or take out. I'm looking clueless because she just left me a menu 12 minutes ago and never returned to my table. So I remind her... She says ok Ill come take your order... and I go back to my table. About 9 minutes pass and she never comes. I ask the door greeter/seater if she can have someone come take my order. She does. She is witnessing the whole thing, by the way, and is being very apologetic even though her english wasn't very good. Another 13 minutes pass and still, no one has come to take my order. I ask the young lady to get someone again to take my order... again, she does. Finally, 7 minutes after that, the waitress comes to the table. I'm so fed up, I just ask for the manager. My whole lunch break has been wasted. Manager comes out and is on the phone with the store that I cancelled the order with. I'm thinking... what does that have to do with me wanting to place an order now?!?!?!?!?!? Apparently, they were confused. They thought I'd paid for the order I cancelled. I told them from the beginning it was a call in order, not an online order and the order was cancelled. Anywho... Now that we all know what their confusion was, I'm still wondering why they couldnt take my order so I could have my lunch and go back to work. The manager gets off the phone and explains their confusion - Im saying ok. May I place my order now? I will have to get it to go because now it's time for me to go back to work. He says yes and walks away... 8 minutes later, I'm still waiting.... I just got up and walked out. Again, the lady at the door was being very apologetic and it wasn't even her fault. No one else ever cared to apologize even after acknowledging their mistake. Yes. I made a mistake and ordered at the wrong location, but that was clarified & cancelled immediately when I got there and it was clear that I wanted to place a dine order, which obviously never happened in the 45+ minutes I was sitting there. Again, great food and atmosphere. The service from some... not all... of the servers is just unacceptable. And I'm...

We visited Papi’s Cuban Grill in Stockbridge yesterday around 11am, October 27, 2023 for lunch, we’ve been to this location several other times, the service and food has always been great.

However, this visit turned me off so much that we will not return. Our waitress according to our receipt was “Rachel S”.

Rachel came to our table and we placed our drink and appetizer orders while we looked over the menu for entrees.

My husband ordered a margarita and I had water. Our appetizers consisted of crab cakes (2) and a mix of 2 chicken and 2 beef empanadas. Rachel then disappeared while I assumed she was going to get us plates so we could eat our apps. I looked around the restaurant and saw her sitting across the bar on her phone and laughing with her co-workers as I waved to get her attention, after several minutes I caught her eye and she returned to our table asking were we ready to place our entree orders. I said yes and we would also like small plates so we can eat our apps.

She walked away, returned with 2 small plates and I asked her if we could have napkins as well, she looked down at our table, left and returned with napkins and took our entree orders. I ordered Pollo vaca frita, my husband ordered Arroz con pollo and a chicken taco platter (with the intent to take the tacos home for later) I asked to hold onto the menu because I wanted to order an entree to take home as well, which I then decided not to because the service was trash and I did not order anything else.

Also worth mentioning, my husband asked Rachel if he could add steak or shrimp to his entree order of the chicken dish and Rachel said no, he said that he would pay the difference and she still said no. He has never had an issue at Papi’s ordering the additional meat and paying the extra for it.

My husband enjoyed his food and mine was ok, the chicken was extremely dry and I dipped it in the black beans to get it down, I didn’t want to ask Rachel for anything else.

We finished our meals and I again waved to her from her seat at the bar, her coworker noticed me and he apparently said something to her, she looked up at me, leaned over to him and said something to him before getting up from her seat.

When she returned, my husband asked for a to-go container because he couldn’t eat the taco platter, she returned with the bill which she placed onto the wet table where our water glasses sat and walked away to get the container. I swiftly picked up the bill because it was getting wet.

She returned again, I assume to get our payment but my husband ordered a cafe con leche and tres leche for dessert. I again, declined to order anything further………as I began to pack my husband’s tacos into the styrofoam container. I asked Rachel if she had a bowl with a lid for the black beans because they’re soupy with liquid and would not fit in with the tacos, she brought it out along with a new bill which included the coffee and dessert, this time she brought it out on the black tray like all of the other customers received with their bills and as we received our bill in the past.

I would also like to note that my husband ordered a margarita and the bill says Captain Gold which is an imported tequila, I assume the margarita mix was a separate charge as well. Not sure what the hell Rachel S. was doing and why they’re listed a two separate charges on the bill.

My husband asked how much should he tip, I said her service was bad, not even basic, if it were me she would get five dollars, he tipped her $17.00., although we usually tip 20-25% or more with great customer service.

Due to Rachel’s poor service, we will not return. Rachel, if you didn’t want to work you should’ve stayed at home, instead you cost Papi’s two loyal customers. In the...

Hello,

THIS IS LONNNNG!

Me & my Lover were out riding, hungry and looking for a spot that wasn't to Friday night, but had spunk. We found this place to be 1 of 2 places that were open that late.

We went inside, greeted promptly, our drinks were brought and we were given time to think about what out taste buds wanted, and given time to select and give our order to the greatest Server and representative for this cuisine. (JUAN) He had the perfect accent, dressed sharply, smiled.

Paused between questions awaiting our answers. (Which I love) I want the entire going out to eat experience, not just there for food, and then a heafty bill, and never want to pay just to sit in the place to talk about how awful everything is.. NOPE!I hold each establishment to great standards.

THIS NIGHT EXEEDED MY HESITANT ARRIVAL SO LATE.

OKAY... It was brisk, I wanted coffee. (JUAN) apologized and said they had nothing hot to drink at all, that the house never stored such beverages. OK, thanks. I went to the car to crab aspirin, walked back in as I met (JUAN) at our table, he had a cup with whippedcream, and steam passing his face.

I sat down, and he said this us for you ma'am, I created a special hotchocolate from out deserts storage, I think maybe chocolate frosting mix, it was thee best hot chocolate I'd ever had!

I'm not use to those kid of treats from people, let alone a server going the extra mile to accommodate something I wanted, that wasn't on their menu. The thoughtfulness, he was thinking about my needs while he worked for other patrons, & doing his end of shift detail. He is like me I said.. I love serving and I've taken a quick jog to a groceru store near by to please my guest.

So I'm super grateful, bcuz I totally understand the stress of guest needs and wants it's difficult to balance some days.

90% of guest tho, think it's an "I get what I WANT" bcuz I'm paying

It's unfair to the establishment to go spend money with that additude, not only do the aggressor lose, but the server is stressed, then other patrons are left out from recievng the great service The came for.

Okay. I'm about done!

This place is fantastic for couples looking for a Night out, without the pressure of the loud nightlife. It's romantic lighting inside and on the outer patio, the music. Each employee smiled and took care of each other, and in return that made sure we were never left unattended waiting for put server to get to us.

The food was authentic, hot, seasoned to perfection, and the portion wax massive, our well-done steak was so juice, the season was absolutely perfect, I tasted every individual dash added. It was even better for breakfast, didn't over cook once heated.

We will return. Go see (juan) hrs amazing and knows how to treat and satisfy all guest. He's worth a large tip, I promise you'll wanna give him $20 even if your...